Effective verbal communication is a cornerstone of successful business interactions, yet many individuals encounter challenges in this domain. Issues such as unclear articulation, excessive use of jargon, or difficulty in conveying complex ideas in a simple manner can hinder the impact of their messages. Moreover, the ability to actively listen and respond appropriately is often underestimated. Participants will learn to enhance their articulation, adapt their communication style to different audiences, and develop active listening skills. By improving verbal communication, individuals can foster more productive and harmonious business relationships. Learning Objectives The following are some of the key outcomes in this course: Understand the importance of verbal communication and how it's used in the workplace Five tips to improve your verbal communication skills Improve your communication skills by rectifying and clarifying Look at why these techniques are important, and we'll describe how to use them effectively as speakers and as listeners Target Audience Young Professionals
There comes a time when good things (or bad) come to an end. You will understand why it is important to close a project and the contents of a final evaluation report. This last phase wraps up the details and allows you a sense of completion. The shutdown process can be complex and drawn out with lots of loose ends. We will help you to focus on the required steps required to close the project efficiently. Learning Objectives Explain the importance of project closure, Apply nine steps for closing a project, Organize the written report Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams
Buyer's remorse is emotional regret after a purchase. Buyer's remorse is a natural human reaction emerging from a sense of caution and doubt over a decision. Understand the causes of buyer's remorse and how you could be in control to prevent buyer's remorse. Learning Objectives Explain the causes of buyer's remorse, Prevent buyer's remorse, Describe how to avoid seller's remorse Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams
Call escalation is including others in facilitating the resolution of a customer request. It may take place in person, on the phone, or through electronic communication. We will show you four steps in handling customer issues and call escalation. Learning Objectives Explain when call escalation is appropriate, Apply CORE⢠steps for effectively facilitating an escalated call Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams
Providing effective feedback and maintaining a continuous performance management process are essential components of ensuring employee growth and productivity. Participants will learn how to provide feedback that motivates and fosters development, set clear performance expectations, and engage in regular, meaningful conversations that drive continuous improvement. By mastering these skills, participants can create a performance-driven culture that enhances employee satisfaction, development, and organizational success. Learning Objectives The following are some of the key outcomes in this course: Differentiate poor performance from misconduct due to ability and motivation issues Comprehend the purpose and components of PIPs for addressing consistent underperformance Learn to tailor support for employees based on their individual needs, addressing motivation and ability through appropriate strategies Understand how to use PIPs effectively, focusing on performance improvement rather than disciplinary action Discover promoting collaboration between supervisors and team members Target Audience Managers, Team Leaders, Young Professionals
Understand the importance of holding the receiver properly to maintain energy and vocal quality and how to vary your rate of speech to maintain listener interest. Adjust your voice to match the purpose of the call. Lowering your vocal range sends a more controlled image. Listen to learn the purpose of the call. Don't interrupt. Ask questions to clarify understanding. Learn how to flawlessly place calls on hold or transfer like a pro. Your customers will appreciate you! Learning Objectives Apply guidelines for physically handling the telephone, Implement voice guidelines, Apply effective telephone greetings, Transfer calls to make great first impressions Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams
Customers with complaints want to be seen as right, feel special, treated fairly and be taken care of. We will show you how to ask questions and listen to fully understand the complaint. Acknowledge and agree with the customer's right to be upset and that a resolution needs to be reached. Learning Objectives Describe the special needs of customers with complaints, Apply four tips for managing customer complaints Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams
Providing effective feedback and maintaining a continuous performance management process are essential components of ensuring employee growth and productivity. Discover the skills needed to deliver constructive feedback and facilitate ongoing performance discussions. Participants will learn how to provide feedback that motivates and fosters development, set clear performance expectations, and engage in regular, meaningful conversations that drive continuous improvement. By mastering these skills, participants can create a performance-driven culture that enhances employee satisfaction, development, and organizational success. Learning Objectives The following are some of the key outcomes in this course: Recognize the significance of feedback in enhancing employee performance, motivation, engagement, and self-awareness Learn a structured approach to delivering effective feedback Understand key principles for delivering effective feedback Grasp the concept of continuous performance management Learn practical methods for implementing continuous performance management Target Audience Managers, Team Leaders, Young Professionals
What elements do you require for a project plan and how do you create a work breakdown structure? Let us help you to take the trouble out project planning. This course will teach you three steps to take when scheduling work and why it is important to schedule correctly as this will add to the success of the project. Learning Objectives Getting project budgets in control Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams
This course will ensure that you have the correct knowledge for the start of any project. We will help you understand the basic project management terminology and how to set the project up for success. Know the meaning of words in project management like life cycle, milestone, project charter, SOW and scope. Human capital will be an important component for the project success and this course will help you with guidelines to choose the core project team and set the rules and guidelines for the team. Learning Objectives Summarize decisions to be made in the project definition phase, Identify stakeholders, Explain how to choose the core project team, Apply six criteria for defining effective project goals Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams